Terms and Conditions
Cancellations
You can cancel treatments with us by email or telephone.
We have a strict cancellation policy, which means that if you cancel or rearrange 48 hours or less before an appointment time, we will charge you for that session by at least 50%.
If you fail to attend your appointment, you will be charged for that appointment.
If you are late for an appointment, we will always try our best to still accommodate the full treatment time, however during periods where the clinic demand is high this won't always be possible; and you will receive a reduced treatment time where you will still be charge the full treatment price.
We can move the date or time of your appointment if a situation arises which is outside our control. We will do our best to provide you with as much notice as possible, and will work with you to rearrange the appointment.
Our products
All products are for your personal use or may be given as a gift, but cannot be resold.
The price for products will be charged at the current price list, which can be found on our website or in our clinic. Our Team will also be happy to provide you with information on current pricing.
If you experience a skin reaction or are unhappy with the results from using a product which we have sold, we will not be responsible for this, as we are not manufacturers of these products. Our Team will be happy to help and assist with the care and advice provide you with the contact details for the product manufacturers on request. Please note that the manufacturer, and not us, is liable for any damage caused, even if we recommend products to you.
Changes to the products or services
We will always try our best to provide the products or services ordered; however, we might sometimes have to make changes if there are new techniques, practices or equipment. If any changes are significant, we will let you know, and you can request a refund for products or services that you have paid for but not yet received.
Returning our products
If you return a product within 30 days of purchase, which is unused, unopened and in the original packaging and, in our sole opinion is capable of resale, we will offer an exchange or will credit your client account with us.
If you exchange the product for one that is more expensive, you must pay the balance. If you exchange the product for one that is less expensive, we will credit your client account with the balance.
Refunds will be made within 30 days of our approval of the refund.
Complaints
We pride ourselves on excellent customer service, and always aim to resolve any issues as quickly as possible.
If you wish to make a complaint, please contact us by email, telephone or in writing.
We will reply to you to let you know we have received your complaint, using the contact details provided.
We will fully respond to your complaint as soon as possible but, due to the complex nature of some complaints, we may need to carry out an investigation. This can delay our response to you. If we cannot respond to your complaint within 30 days of having received it, we will contact you to explain the reason for this and provide an expected timeframe for the response. During this 30 day period, you will not be able to book a treatment until the complaint has been resolved.
Our liability
We will not be liable for any loss or damage for any amount higher than the cost of the treatment or product purchased. This shall apply to the amount actually paid for the product or service, irrespective of the advertised pricing. In addition, we shall not be liable for any Consequential Loss and/or Loss of Income and/or Additional Costs and/or Expenses arising and/or resulting from any treatments received from SKIN LOUNGE AESTHETICS Limited.
We do not exclude our liability for death or personal injury where we have been negligent, fraudulent, breached your legal rights, or provided defective products.
We provide products for your personal use only. If you resell the products to a third party, in breach of these terms and conditions, we will not be liable for any loss of profit or loss of business that you experience.
We will not be liable for the way that third parties (such as newspapers, websites, etc.) describe our products and treatments.
Payments and treatment courses
We accept cash and all major credit cards. ClearPay finance is available to use to initially help spread the cost of any single use treatments and courses. The ClearPay facility is only available in the clinic at checkout not online at present. GoCardless is available to spread the cost of the exclusive membership option. Our membership can be paid in full over the phone via debit or credit card, in the clinic or via direct debit using our GoCardless option.
Split payments payment plans are available on courses of 6 or more. Payments due must be paid before the treatment is performed. Where there are no funds available on your card. No further treatments or purchases can be made until outstanding charges have been paid.
Treatment courses must be used within 12 months.
Expired treatment courses cannot be credited or refunded. Treatment courses that have commenced are non-refundable.
If you wish to cancel your treatment course after it has commenced, the remaining value will be credited to your account after the full cost of the individual treatments that have already been received (or forfeited) have been deducted. Account credits are not transferable to other clients.
Memberships
Membership programs have been designed to help all our clients achieve and maintain beautiful health skin. Where treatments are carried out every month over a period of 12 months as a discounted price with additional benefits with being a SKIN Lounge member. Memberships have a variety of different treatments and quantities that are designed to be used each month to even the best benefits. Failure to use your allocation for the month will not result on the unused treatments being rolled over to following months. It is the clients responsibility to make sure that book their treatment allocation each month. Should clients leave bookings to last minute and in a situation where the requested time is not available, SKIN Lounge will not be held responsible for this. To Achieve the discounted SKIN Lounge membership, 12 equal consecutive payments must be made, with one each month until you reach the total of 12. Failure to make the payment via direct debit may result in full outstanding amount being requested. Gift vouchers can not be made as a part payment towards the membership Additionally membership maybe paid in full over the phone or in person at the clinic using either cash, debit or credit card. Membership can not be shared or transferred with another individual.
Loyalty Points
As a business we appreciate your custom and were possible want to thank you for your support. Our Loyalty points are our way on doing just that, to ensure every client that purchases products and has treatments will receive a point allocation upon showing their own unique loyalty card upon payment. To make life that little easier when using them we have not given them an allocated timeline in which they must be used by. Which means for you the client you can build them up as you wish to save for your favourite treatments with the options given. Loyalty points can not be exchanged for a cash value and nor can they be gifted to another individual.